The Infrastructure Delivery & Practice Head is
responsible for leading the end-to-end delivery of infrastructure services
across multiple clients while driving the growth, capability development, and
profitability of the Infrastructure Practice. The role ensures operational
excellence, customer satisfaction, service quality, workforce development,
innovation, and alignment with organizational goals.
This leadership position oversees infrastructure services
across cloud, data centre, network, security, workplace services, platform
operations, and managed services engagements
Service Delivery Management
· Own delivery of infrastructure managed services
and transformation programs across multiple client accounts.
· Ensure adherence to SLAs, KPIs, OLAs, and
contractual commitments.
· Drive operational excellence through ITIL-based
service management practices.
· Manage service reviews, governance forums, and
executive stakeholder communications.
· Oversee incident, problem, change, availability,
capacity, and continuity management processes.
· Ensure service quality, customer satisfaction,
and continuous improvement.
Delivery Governance
· Establish delivery standards, methodologies, and
operational frameworks.
· Monitor delivery health, risks, escalations, and
remediation plans.
· Manage P&L responsibility for infrastructure
delivery portfolios.
· Drive compliance with organizational policies,
security standards, and regulatory requirements.
· Lead service transition activities for new
engagements.
Customer Relationship Management
· Build trusted relationships with client
executives and key stakeholders.
· Act as executive escalation point for
delivery-related issues.
· Identify opportunities for service improvements
and value creation.
· Conduct Quarterly Business Reviews (QBRs) and
strategic planning sessions
Practice Development
· Define and execute the infrastructure practice
vision and roadmap.
· Develop service offerings around: Cloud Services
(Azure, AWS, GCP), Hybrid Infrastructure, Data Center Operations, Network
Services, Cybersecurity Operations, Workplace Services, DevOps and Platform
Engineering, Infrastructure Automation
· Drive innovation and modernization initiatives.
· Establish best practices and reusable
frameworks.
Business Development and Pre-sales
· Support sales teams in client pursuits and
opportunities.
· Lead infrastructure solution architecture and
pricing reviews.
· Participate in RFPs, RFIs, and proposal
development.
· Present solutions to executive stakeholders and
customers
· Drive account mining and cross-selling
opportunities.
· Support contract negotiations and commercial
discussions
Operational discipline
· Own practice and delivery financial performance.
· Manage budgets, forecasting, and cost
optimization initiatives.
· Ensure revenue realisation and margin
improvement.
· Monitor resource costs and productivity metrics.
· Drive operational efficiency through automation
and standardisation.
Requirements
- Education:
Bachelor’s degree in Computer Science, Information Technology,
Engineering, or equivalent.
- Experience:
18+ years of IT Infrastructure experience.
- 8+
years in senior delivery leadership roles.
- Proven
experience managing large-scale infrastructure operations and
transformation programs.
- Experience
managing multi-million-dollar managed services portfolios.
- Strong
experience working with global delivery models Core Skills and
Competencies
